Stake Casino - 플레이어가 상금을 회수하기 위해 고군분투하고 있습니다.

I have played different games and currencies at this casino. After winning a large amount, it became impossible to withdraw money, my account was logged into withdrawal.

Dear Makisuki,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela! My account has been verified, but not completely. But this did not prevent me from entering a deposit into my account. Therefore, this should not interfere with getting a prize. I do not think that I should send a copy of my documents anywhere, moreover, as I said, this did not prevent me from making a deposit without any problems. I have verified my name and address. I have withdrawn smaller winnings without any problems. But when I won an amount of almost 1.5 BCH, it turned out that the withdrawal of funds was no longer available for me. Nobody explained the reason to me. I think it's just the casino's desire not to give away my winnings.

My account has been verified just long enough for me to deposit money. So it's fair to let me withdraw my winnings. Thank you for understanding.

Hi,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Please keep me updated and let me know if you provided all the required documents.

Hello. But I can say that the casino did not ask me for this. I went through authorization and made deposits without any problems. I have also withdrawn some winnings. But suddenly I will not be able to withdraw a larger winnings without explaining the reasons. The casino didn't ask me anything, they just stole my winnings.

Dear Makisuki,

Reading your first comment, I'd like to ask you to confirm that you have had only one account in this casino. How did you use different currencies? Thank you.

Dear Makisuki,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello. At stake casino it is possible to enter different cryptocurrencies per account. I have used LTC and BCH. Also, in games, you can use several types of currencies and for this you do not need several accounts. And as I wrote earlier, the withdrawal of the winnings was possible at first. But once I played and won almost one and a half BCH at once. After that, the withdrawal of funds immediately became impossible.

Thank you very much, Makisuki, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Makisuki,

I'm Nick and I'll be assisting you from now on. I would like to ask Stake Casino to join us and help us resolve the player's issue.

Hello Nick! Thanks. I am hoping for a solution to my problem.

Dear Stake Casino,

Is there any way you can prove your statement - showing the multiple accounts of the player and his game log?

If yes, please send them to nikolas.b@casino.guru.

Dear Nick,

We will proceed accordingly and send the information to your e-mail.

Kind regards,

Dear Makisuki,

We have received clear evidence from the casino that you have deposited and withdrawn using at least 4 different accounts. They were all connected based on the wallet you used for deposits and withdrawals.

Unfortunately, based on this evidence, we will be forced to reject the complaint as it is a clear breach of terms to create multiple accounts.

I'm really sorry that we could not help you but in such cases, there isn't anything we can do. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you out.

Best regards,

Nick